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Q) I have heard that Netintegrity does provide response times for contracted clients.
A) Netintegrity does have some clients under contract. They take the form of a fixed fee per month, and in return, they get a discount off the scheduled fees, a Service Level Agreement regarding response, and extended hours availability of certain staff. It also includes an hardware audit of their systems, which assists in developing strategies. It also includes, as required, development of strategy documents. Most clients enjoy this contract, providing a more solid relationship, and in some cases satisfying certain business requirements. Q) Does that mean that because I don't have a contract that I am not responded to in a timely manner. A) No, we attempt to respond to all clients in a timely manner, normally based on the criticality of the issue. If a non-contracted client's system is completely down, and we have a need to respond to a contracted clients need, we will negotiate with the contracted client a suitable time, explaining the current situation and/or organise another technician to come on site. |
